The practice tries very hard to give the best possible service to patients. From time to time however, you may wish to comment on aspects of your care. Mrs Anne Brooks, Business Manager, will be pleased to discuss any matter with you.
Serious complaints are answered using a formal practice complaints procedure. Further details are available from Mrs Brooks.
Abuse, verbal or physical aggression, towards any member of staff or practice patient will result in removal from the practice list.
Sele Medical Practice Complaints Procedure
The practice tries very hard to give the best possible service to patients. From time to time you may wish to comment on aspects of your care. The Business Manager, Anne Brooks, will be pleased to discuss any matter with you.
A complaint can be made to the practice directly, usually to the Business Manager, or to the Primary Care Trust. Contact details are given below. If you are not satisfied with the outcome of the complaints procedure you may refer the complaint to the Parliamentary and Health Service Ombudsman. Contact details are given below.
Complaints should be made within 12 months of an occurrence or within 12 months of the matter coming to the complainant’s attention.
There needs to be a prompt and complete written response to a complaint. The practice will keep you informed if there is any reason for delay.
A complaint will be acknowledged within 2 working days. Some verbal complaints may be resolved on the same day and a formal written response is not essential.
Complaints are filed separately from the doctors medical records.
There are sources of help for patients who wish to make complaints such as the Patient Advice and Liaison Service and the Independent Complaints Advocacy Service for Northumberland (ICAN). Contact details are given below.
The practice will complete a thorough investigation of your complaint and keep you informed about the progress of the investigation.
The practice wishes to identify problems that lead to a complaint so that they can be avoided in future.
It can be helpful to hold a meeting with you as part of our investigation or to discuss the practice approach to the complaint. If a meeting is held you are able to bring a friend or a person from an advisory service. A written record of the meeting will be kept and you will be sent a copy. Please feel free to comment on the record of any meeting.